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Service failure recovery in China

Vincent P. Magnini (Assistant Professor of Marketing at the College of Business and Economics, Longwood University, Farmville, Virginia, USA)
John B. Ford (Professor of Marketing and International Business at the College of Business and Public Administration, Norfolk, Virginia, USA)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 August 2004



In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure recovery training programs for their properties in China. Adjustments are necessary because of differences in cognitive processing. Modifications are also required due to various Chinese cultural characteristics.



Magnini, V.P. and Ford, J.B. (2004), "Service failure recovery in China", International Journal of Contemporary Hospitality Management, Vol. 16 No. 5, pp. 279-286.



Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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